Client Care

The Legal Ombudsman (an independent complaints body which investigates complaints from consumers about their legal service providers in England and Wales) is introducing updated Scheme Rules, effective from 1st April 2023.  

A key change relates to the timescale to refer complaints to the Legal Ombudsman – this is reducing to within 1 year from the date of the act or omission about which you are concerned or within 1 year from when you should reasonably have known there was cause for complaint.  The requirement to refer complaints to the Legal Ombudsman within 6 months of receiving a final response from the firm about a complaint will remain the same under the new Rules.

The Legal Ombudsman will have discretion to extend the timescale beyond 1 year where it considers it would be fair and reasonable to do so, however this will not be a given and will be considered on a case-by-case basis.

For more information, please refer to our internal Complaints Procedure. To view the Rules in full, please see the Scheme Rules on the Legal Ombudsman’s website.

Client Care Charter

As a firm, we pride ourselves on the standard of service and legal advice we give to all our clients. The firm’s policy on the service we aim to give to our clients can be summed up as – “To ensure that all clients receive a service which meets or exceed their expectations”.

Client Care Charter


As a firm, we pride ourselves on the standard of service and legal advice we give to all our clients.  The firm’s policy on the service we aim to give to our clients can be summed up  as:- “To ensure that all clients receive a service which meets or exceeds their expectations”.


We have developed policies to help us work more efficiently.

The Fee Earner acting for you will oversee all of the work that is carried out on your behalf.  If he or she is not available to take your call, you can leave a message with a Secretary who will be familiar with your file.

We will: –

–           Endeavour to deal with your questions within a reasonable


–           Respond to emails, letters, telephone calls promptly and


–           Agree with you in advance the level of service you require.

–           Agree with you how you wish us to correspond with you, eg by

post or email

–           Represent your interests.

–           Keep your business confidential

–           Discuss with you what you hope to achieve and advise you of a

realistic and achievable outcome.

–           Give you clear legal advice that you can understand.

–           Ensure you understand the likely degree of financial risk involved

in pursuing your instructions.

–           Advise you if it appears you are eligible for Legal Aid and how this

will affect you.

–           Advise you of our estimate of costs in  writing.  If a fixed fee is more

appropriate, we will agree with you, in writing, the basis of our

charges and the likely total cost.  If this is not possible, we will

explain the basis of our charges and give you a general  forecast

with a possible range of costs OR explain why a forecast is not

possible but  indicate a costs estimate and any increases.

–          Tell you in advance whenever possible if our charging rate is to


–          As matters progress we will regularly confirm in writing, the cost

that has been incurred (including money paid to others on your

behalf and VAT).

–          Keep you informed of progress and, where no action is required by

us for a period of time, explain to you when you are likely to next

hear from us.

–           Endeavour to reply to your letters within seven working days

(involved or detailed responses may be preceded by an

acknowledgement saying when a full reply will follow).

–           Value your comments about our service.  If you feel, at any time,

that you are not receiving the service you hoped for please tell us

immediately.  We want your suggestions that may help us improve

the service we give all our clients.

–           Protect your information and confidentiality and comply with Data

Protection regulations.

–           Keep your funds safe and secure and comply with Anti Money

Laundering Regulations.


To enable us to do our very best for you, teamwork is necessary.  This involves us working together at all times, but, most importantly, we have to rely on you telling us things we need to know, or providing us with documents when we ask for them.

Therefore please:-

–           Bring all relevant papers with you to your first appointment or, if in

doubt,  bring what you think may help us.

–          Please ensure you provide evidence of identity.  We need a

minimum of 1 document with photographic evidence and 1

document with evidence of address (e.g. passport/utility bill) in

order to comply with AML Regulations

–           Tell us if you have any special needs or requirements relating to the

service you wish to receive.

–          Tell us how you want us to communicate with you, e.g.


–           Let us know at the start of our relationship what you expect of us

so that we can agree with you what it is possible to achieve.

–           If your expectations change at any time, tell us immediately.

–           Tell us if you have personal time limits or targets which would not

be obvious to us.

–           Satisfy yourself that you always understand what we have

discussed.  If you are unsure, please tell us.

–           Contact us quickly if we ask you for instructions, documents or


  • Tell us if you change address or telephone number or if your circumstances are affected in a way that may impact on the way we deal with your matter.
  • Continue to provide us with up-to-date evidence of your income/financial  circumstances.
  • If you wish us to speak to someone on your behalf or discuss your case with another person (e.g. a member of your family), please tell us as we will need your authority to do so.
  • Take note of our requests for exchanging documents to protect your documentation and confidentiality and comply with Data Protection Regulations
  • Tell us if something upsets you so we can have the opportunity to put it right
  • Pay us in accordance with the agreement we make with you


Terms of Business

Our responsibilities include advising you on the law, following your instructions, reviewing your matter regularly and discussing with you whether the potential outcomes justify the expense and risks involved with your matter.

Complaints Procedure 

As part of our commitment to improving the service we provide, we send our clients this Feedback Questionnaire.


Portcullis House
18 Cardiff Road
Caerphilly CF83 1JN 

Tel: 02920 864888
Fax: 02920 863912

29 Bedwlwyn Road
Ystrad Mynach
Hengoed CF82 7AA

Tel: 01443 816622
Fax: 01443 812097

We are committed to providing a high-quality legal service to our clients. When something goes wrong, we need you to tell us about it. This will help us to sort out any mistakes or misunderstandings, and to improve our standards.

Please be assured that your complaint will be dealt with promptly, fairly and free of charge.

Initial concerns

In most cases, an informal chat with the lawyer responsible for your matter will resolve your concerns.

If it does not, you can formalise your complaint or speak to someone other than the lawyer responsible for your matter. Our Complaints Manager, Mrs Rhiannon Street, can record everything you are unhappy about and recommend the best solution for you. You can contact Mrs  Rhiannon Street in writing at –

Caswell Jones

29 Bedwlwyn Road,

Ystrad Mynach


CF82 7AA

Or by email –

Or by telephone – 01443 816622

What we need to know

To deal with your complaint correctly, it would be helpful when contacting us if you could provide the following information:

  • Your name, contact details and preferred contact method
  • File reference number
  • Details of your concerns
  • How you would like us to put things right.

What will happen next?

  1. If you telephone us, we will endeavour to resolve the issue in that call.
  2. If you email or write to us, or if your complaint cannot be resolved in a phone call, we will acknowledge receipt of your complaint in writing within two working days of receiving it.
  3. We will then investigate your complaint. This will normally involve our Complaints Manager reviewing your file and speaking to the member of staff who acted for you.
  4. Within14 days of sending you the acknowledgement letter our Complaints Manager will invite you to a meeting to discuss and resolve your complaint. You may choose to have the meeting in-person, by telephone or by video call.
  5. Within three working days of the meeting, our Complaints Manager will write to you to confirm what took place and any solutions we have agreed with you.
  6. In any case she will send you a detailed written reply to your complaint, including her suggestions for resolving the matter, within 21 days of sending you the written acknowledgement of your complaint referred to in paragraph 1 above.
  7. At this stage, if you are still not satisfied, you should contact us again and we will arrange for another partner to review the decision.
  8. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasoning.
  9. If we have to change any of these timescales, we will let you know, explain why and seek your agreement before proceeding.

What to do if we cannot resolve your complaint

  1. If you have exhausted our internal escalation process yet remain dissatisfied, or a period of eight weeks has expired since we acknowledged your complaint without our final response being received, you are entitled to refer your complaint to the Legal Ombudsman. The Legal Ombudsman will look at the complaint independently and any investigation by them will not affect how we handle your case.
  2. Before accepting a complaint for investigation, the Legal Ombudsman will check:
  3. you have tried to resolve the complaint with us in the first instance and

We will always be happy to discuss your issues further, prior to you going down this route, if you wish to do so.

  1. For complaints about our service, including billing issues, you may contact the Legal Ombudsman via one of the methods below:
  2. Phone: 0300 5550333
  3. Email:
  4. Post: Legal Ombudsman, PO Box 6167, Slough SL1 0EH
  1. Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final written response to your complaint. You should also be aware that the Ombudsman will consider your complaint if you refer it on to them within either of the following:
  2. one year from the date of the act or omission being complained about OR
  3. one year from the date when you should reasonably have known that there was cause for complaint.

The Ombudsman has discretion to extend the one year time limit for specific customers if, on the evidence, it is fair and reasonable to do so.

  1. Note that the Legal Ombudsman service cannot be used by businesses or most other organisations, unless they are below certain size limits. Further details are available from the Legal Ombudsman’s website.
  1. It is worth considering, whilst it is open to you to submit a complaint to the Legal Ombudsman, they apply strict criteria to determine whether they will ultimately accept a complaint for a full investigation. They have the discretion to dismiss or discontinue all or part of a complaint if they believe:
  2. it does not have any reasonable prospects of success.
  3. you have not suffered (and are unlikely to suffer) significant financial loss, distress, inconvenience or detriment.
  4. it is frivolous, vexatious, lacks merit or where there is a compelling reason not to accept it.
  5. the likely impact, size, complexity, scope, volume of evidence or your conduct render it disproportionate/unreasonable/impossible for the complaint to be investigated.
  6. you have previously complained about the same issue to them, unless you provide material evidence that is likely to affect the outcome which only became available to you after you submitted the original complaint.
  7. there has been undue delay in the complaint being raised.

              Also note:

  1. If, during the course of an ongoing investigation by the Ombudsman, a revised/increased offer is made by us which is deemed to be fair and reasonable redress and you decide to reject that offer, the Ombudsman has the discretion to dismiss or discontinue all or part of your complaint.
  2. If you have already accepted an offer to settle your complaint made by us during our internal complaint handling process, which is deemed to be fair and reasonable redress, unless there has been some significant intervening act, you will not be able to have that agreement overturned in the hope of securing a preferential outcome by pursuing your complaint via the Ombudsman.

  For more information on the Legal Ombudsman’s rules and requirements, please see their Scheme Rules dated April 2023.     

What to do if you are unhappy with our behaviour

  1. The Solicitors Regulation Authority (‘SRA’) can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.
  2. Visit the ‘Reporting an individual or firm’ page of their website to see how you can raise your concerns with the SRA.

What to do if your complaint relates to an insurance policy

  1. If your unresolved complaint relates to an insurance policy covering your case, you may contact the Financial Ombudsman Service:
  • Phone: 0800 023 4567
  • Online complaint forms available via their website
  • Email:
  • Post: Financial Ombudsman Service, Exchange Tower. Harbour Exchange. London. E14 9SR.

What to do if your complaint remains unresolved

19. If a complaint cannot be resolved, you may also be able to ask for it to be referred to a process of alternative dispute resolution using a certified provider. We are not required to agree to such a request. In any case this is not available to businesses, only consumers. We will give you more information about that right if it becomes relevant.


Equality and Diversity

Caswell Jones is committed to equality and diversity. This relates to all aspects in our treatment of staff, recruitment of staff, clients and third parties with whom we work.

Our employees are asked to complete a survey so that we can monitor and report on the diversity within our workforce.
Click here to view the Equality and Diversity Statistics and our Modern Day Slavery Statement can be found here

Equality and Diversity


This plan is to raise awareness of policies and procedures we have for ensuring our services are accessible to all and that staff, clients and third parties are treated fairly.


We have an Equality and Diversity Policy setting out our duties under the Equality Act 2010.  We also have to adhere to professional rules set out in the SRA Standards and Regulations.

We are aware of our professional obligations and we promote equality and diversity towards our work colleagues, clients and relevant third parties and in turn, we ask our staff, clients and third parties to adhere to these obligations.

The protected characteristics under the Act are:

  • age;
  • disability;
  • gender reassignment;
  • marriage and civil partnership;
  • pregnancy and maternity;
  • race;
  • religion or belief;
  • sex; or
  • sexual orientation.


We, as a firm, are committed to preventing discrimination and harassment and to promoting equality and diversity with clients, staff and all other third parties that work within it. We are all expected and legally required to treat everyone equally and with the same attention, courtesy and respect regardless of any protected characteristics.

We will ensure (as far as is reasonable) that adjustments are made for anyone with a disability.

This Policy covers all professional dealings with clients, solicitors, barristers and other third parties to include:

  • accepting instructions from clients;
  • using experts and counsel;
  • the provision of services to clients;
  • dealings with those representing others; and
  • interaction with everyone involved in or incidental to the provision of  our services

This policy also covers any recruitment, training and promotion of personnel within the firm.


All staff are made aware that they should :

  • treat people courteously and fairly regardless of background
  • assess client’s needs without making assumptions based on ethnic origin, age or disability
  • consider clients’ needs and make reasonable adjustments.

Reasonable adjustments can include:

  • If a client has hearing difficulties, we can agree to communicate in writing or the client may wish to have a person to “sign” for them
  • If a client has sight impairment, we can agree to make the font larger in a letter or email or communicate by telephone
  • If a client has mobility issues, we can offer an appointment in our office at Ystrad Mynach where clients can be seen downstairs, as access to our Caerphilly office is upstairs.
  • If a client is unable to communicate effectively in English, there are translation services who can assist

Our Staff and Partners in the firm are trained annually on the duties under the Equality Act.


Rhiannon Street is responsible for our Equality and Diversity Policy and this Plan and dealing with any issues that may arise.  Ultimate responsibility rests with the Senior Partners.


Our Communications Plan will be openly available to the public:

  • By being posted on our website
  • The plan will be high-lighted in our Client Care letter and Terms of Business
  • The plan is available on request


If anyone believes they have been a victim of discrimination, they are entitled to implement the Complaints Procedure which is in the Complaints Procedure Information Sheet available on our website or by request.

APP 41   (1.24)

Modern Day Slavery and Human Trafficking Statement

Caswell Jones is committed to safeguarding and ensuring that modern slavery and human trafficking is not practiced in any part of our business in accordance with Section 54(1) of the Modern Slavery Act 2015. This statement covers the financial year of 1st May 2022 to 30th April 2023.

Overview of Caswell Jones

Caswell Jones was established in 1989 and has offices in Caerphilly and Ystrad Mynach and employs twenty-two members of staff.  Caswell Jones provides legal services in the United Kingdom which include: Conveyancing, Matrimonial, Child Care, Elderly Client and Wills and Probate.  We have a strong reputation within the community of South Wales and beyond, and our staff are well-trained, friendly, and dedicated to client care.

We are a firm strictly regulated by professional regulatory bodies and we consider that the risk of modern slavery and human trafficking in the business and in our supply chains are low.  We are registered with the Modern Slavery Contact Database and provide an accessible slavery and human trafficking statement via our website and in our offices.

We continually exercise due diligence to ensure that we are compliant with anti-slavery and anti-human trafficking laws.


We ensure that we continually review our operational business policies.  We have implemented our Equality and Diversity and Inclusion Policy, Whistleblowing Policy, Anti-Money Laundering and Modern Slavery Statement.  Contained in our Whistleblowing Policy is a strong commitment to disclosure and employees are required to report concerns that they have which are contrary to our Modern Slavery statement to promote a zero-tolerance approach to slavery and trafficking.   

We receive e-mail updates every six week from the Home Office which provide practical guidance and frameworks to help us evaluate the quality of our statement and policies.


All staff have access to our ‘Office Manual’ which contains our policies.  All new staff when inducted into the business are required to read the manual and refer to it for guidance. Current staff are updated to changes to the manual.  All staff receive regular training.  

We have circulated our Modern Slavery and Human Trafficking Statement and staff are aware of our commitment to safeguarding.  All staff are made aware that they can file any concerns confidentially without suffering detriment and to ensure full transparency.

Supply Chain

Caswell Jones endeavours never to engage with supply chain parties involved in, or connected to, modern slavery or human trafficking.  We work only with parties who uphold suitable ethical policies and processes and are compliant with modern slavery legislation. 

Effectiveness of Measures

To date we have received zero reports of modern slavery practices from employees, clients, suppliers, and law enforcement officials.

Actions to be taken

We continue in our commitment to the Modern Slavery Act 2015 by ensuring that during the following financial year we will:

  • Continue to remain up to date with Home Office guidance.
  • Circulate relevant anti-slavery guidance to staff members.
  • Continue to develop modern slavery risk assessments and ensure due diligence in our day-to-day work.
  • Raise awareness of modern-day slavery and trafficking.
  • Ensure all policies are accessible to both staff members and clients.
  • Promote confidence in staff members to ensure that we continue to remain transparent and committed to anti-slavery and anti-trafficking.

Website – Terms of use

If you continue and use this website, you are agreeing to comply with and be bound by the following terms and conditions of use which, together with our privacy policy, governs this firm’s relationship with you in relation to this website. If you disagree with any part of these terms and conditions, please do not use our website.

Website – Terms Of Use

Welcome to our website.  If you continue to browse and use this website, you are agreeing to comply with and be bound by the following terms and conditions of use which, together with our privacy policy, governs this firm’s relationship with you in relation to this website.  If you disagree with any part of these terms and conditions, please do not use our website.

The use of this website is subject to the following terms of use.

  1.  The content and information on this website is as accurate as possible at the date of the last review but it is subject to change without notice.    Legislation may change from day to day and you should therefore not rely on the accuracy of the website.  The website is intended to give general information and does not constitute legal advice.  Should you require legal advice, please contact us.    Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable.  It shall be your own risk to ensure that any products, services or information available through this website meets your specific requirements.  This firm will not accept responsibility in the event that you act on the information given on this website without contacting us for formal legal advice.  All liability is disclaimed in such circumstances.
  2. We do not provide any guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose.  You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.
  3. This website contains material which is owned by or licensed to us.  This material includes, but is not limited to, the design, layout, look, appearance and graphics. 
  4. Unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence.
  5. Links to other websites – From time to time, this website may include links to other websites which you may find useful.  This firm is not responsible for the material contained in those websites, does not endorse or recommend those sites, and accepts no responsibility for information provided by them.
  6. Links from other websites – We are generally happy to allow links to our website from other websites provided that permission is given in advance.
  7. This firm makes every effort to ensure that electronic material downloadable from this website is virus-free but we cannot accept liability in the event that any virus causes loss or damage and advise that, for your own protection, you use virus-checking software when using this website.
  8. Governing law – The use of this website is governed by English law and any dispute in relation to it will be subject to the exclusive jurisdiction of the English Courts.
  9.  Variations – We reserve the right to vary or amend these terms and conditions at any time and all such variations and amendments will be effective immediately upon being made available via this website.
  10.  Privacy Notice -If you provide us with any personal data while using this website we may use it to provide you with any information or services you have requested. We may also use it for any other purpose for which you give your consent. For example we may send you additional information about the firm or its services, if you have consented to us doing so.
  1. Cookies – We use cookies to help give you the best experience on our website.  Please view our Privacy Policy located in the Client Care Section before proceeding.  If you continue to use our website, we will assume that you are happy to receive all cookies. 



Privacy Policy

This Policy explains how we use, keep and protect your personal data. You should also read our Terms of Business which can be found on our website.

Caswell Jones Privacy Notice


Please read the following information carefully. This privacy notice contains information about what data we collect and store about you and why. It also tells you who we share this information with, the security mechanisms we have put in place to protect your data and how to contact us if you have a complaint.

Who we are?

Caswell Jones collects, uses and is responsible for personal information about you. When we do this, we are the ‘controller’ of this information for the purposes of the UK General Data Protection Regulation (UK GDPR) and other applicable data protection laws.

Our Data Protection Officer is Mrs Rhiannon Street

Our Contact Details

Name: Caswell Jones Solicitors

Address: Portcullis House, 18 Cardiff Road, Caerphilly, CF83 1JN.

Phone Number: 029 2086 4888


What do we do with your information?

Information collected by us

When carrying out legal services, we collect and use a wide range of personal  information about you such as (but not limited to) the following:

  • your contact details such as name, address, telephone number and email address
  • copies of identifying documentation
  • your date of birth
  • your gender
  • where you are our client, we will collect information about your circumstances that have led to you using our services
  • your marital status and dependants, plus next of kin and emergency contact information
  • financial information including your National Insurance number, bank account details, salary and payroll records, tax, pension and benefits information.

Information collected from other sources

We may collect the following information from other sources:

  • employment records (including job titles, work history, working hours, training records and professional memberships)
  • GP and health records
  • Police records
  • Public records
  • photographs and CCTV footage

How we use your personal information

We use your personal information for the following purposes:

Personal data includes, but is not limited to, any information in electronic or paper copy that identifies you and includes special categories of data which is sensitive to you.

When you instruct our firm, we will use your personal information in order to advise you on the matter in which you have instructed us and also to deal with any feedback or complaints that you may have.

Whether information has to be provided by you, and why?

This personal information must be provided by you to us, to enable us to act for you and carry out your instructions.  When we collect information from you, we will inform you whether you are required to provide this information to us.

If you choose not to provide us with certain personal data, you should be aware that we may decide that we are unable to offer you certain services or we have to stop acting for you.

Legal reasons we collect and use your personal information

Once you instruct our firm, you will enter a contractual relationship with us where you agree to our Terms of Business. Therefore, the collecting, using and storing of personal information is required for our firm to be able to assist you with your matter.

We are bound by legal and regulatory duties to collect copies of personal identification and to store them on your personal file.  This includes ID, personal data and other information we may require to conduct due diligence on you to confirm your identity.  We also instruct a Government Accredited Identification Checker to check identifications.  Failure to provide the requested information will result in the firm being unable to provide our services to you.

Who will we share your personal information with?

We have relationships with a number of third parties that we routinely share your personal information. This data sharing may enable us to conduct your case and if required, obtain expert assistance.  

We may need to share your personal information with other professional bodies such as (but not limited to) Counsel, Doctors, Mortgage Companies, the Court. We will not share your personal information with any other third parties without your consent.  We will not share your personal information with unnecessary third parties.  Such third parties are required to maintain confidentiality in relation to your information.  We do not sell, rent or otherwise make personal information commercially available to any third party.  You can withdraw your consent at any time.

The firm uses a ‘switchboard’ telephone answering services, as part of this procedure you will be asked to provide personal details so that the Receptionist can allocate you to the correct person in the firm to discuss your matter.  Where the allocated individual is unable to take your call, a telephone note is taken and immediately given to the person who will call you back.

We will share personal information with law enforcement agencies if required by applicable law.

We are required by regulatory bodies, such as the Legal Aid Agency to complete audits of our files to ensure that we are complying with regulations but where we share your personal information, we will ensure that appropriate data protection arrangements are in place.

We also hold internal audits of all files to ensure that each file is compliant with our quality standards and privacy and data protection policies.

Transfer of your information to countries within the European Economic Area (EEA)

We have two firms in the South Wales area and do not have any offices abroad, therefore, we have no reason to transfer your personal data to other countries unless you live outside of the UK.

Where will we store your personal data and how long for?

 All personal information is stored at our offices on our IT Systems, and we also have paper files, which are stored securely in our offices.

Staff undergo regular data and information security training and cyber security training.  Our systems are protected by virus software and are regularly updated in order to ensure the continued protection of these systems.  All systems are backed up and information contained on electronic devices that are taken out of the office eg: to Court, are password protected and encrypted.

Retention of Personal Information After the Matter has Closed.

We are required to keep your personal information for a minimum period of 6 years.  However, depending on the matter in which you instruct us, we may keep your personal information for a significant period if there is a legitimate reason for us to do so.  For example, if your matter concerns a will, or children, or property matters.

Where there is no longer any need to retain your personal data, we will securely erase this.


We are relying on your explicit consent to (insert processing that relies on consent). You provided this consent when (state when/ where the consent was obtained).

You have the right to withdraw this consent at any time, but this will not affect the lawfulness of any processing activity we have carried out prior to you withdrawing your consent. You can opt-out here (provide link) or contact us (provide details).

Your data protection rights

Under the UK GDPR, you have a number of important rights that you can exercise free of charge. In summary, these rights are:

  • Transparency – over how we use your personal data and fair processing of your information;
  • Access to your personal information and other supplementary information;
  • Rectification – require us to correct any mistakes or complete missing information we hold on you;
  • Erasure – require us to erase your personal information in certain circumstances;
  • Receive a copy of the personal information you have provided to us or have this information be sent to a third party, this will be provided to you or the third party in a structured, commonly used and machine readable format;
  • Object at any time to processing of your personal information for direct marketing;
  • Object in certain other situations to the continued processing of your personal information;
  • Restriction – Restrict our processing of your personal information in certain circumstances;
  • Data portability – ask that we transfer the information you gave us to another organisation, or to you, in certain circumstances.
  • Request not to be subject to automated decision making which produce legal effects that concern you or affect you in a significantly similar way.

If you want more information about your rights under the UK GDPR, please see the Guidance from the Information Commissioners Office on Individual’s rights under the UK GDPR.

If you want to exercise any of these rights, please contact our Data Protection Officer, Mrs Rhiannon Street.

How to make a complaint

The UK GDPR also gives you the right to lodge a complaint with the Information Commissioner’s Office. Their contact details are:

Information Commissioner’s Office

Wycliffe House

Water Lane



SK9 5AF     

Helpline number: 0303 123 1113

Future processing

We do not intend to process your personal information for any reason other than stated within this privacy notice. If this changes, we will inform you by correspondence. mechanism).

Changes to this privacy notice

This privacy was up-dated and  published on  13th December 2023 .

We constantly review our internal privacy practices and may change this policy from time to time. When we do, we will inform you either in correspondence or by notice on our website.


Please read this cookie policy (“cookie policy”, “policy”) carefully before using our website (“website”, “service”) operated by Caswell Jones Solicitors (“us”, ‘we”, “our”).

What are cookies?

Cookies are simple text files that are stored on your computer or mobile device by a website’s server. Each cookie is unique to your web browser. It will contain some anonymous information such as a unique identifier, website’s domain name, and some digits and numbers.

What types of cookies do we use?

Necessary cookies

Necessary cookies allow us to offer you the best possible experience when accessing and navigating through our website and using its features. For example, these cookies let us recognize that you have created an account and have logged into that account.

Functionality cookies

Functionality cookies let us operate the site in accordance with the choices you make. For example, we will recognize your username and remember how you customized the site during future visits.

Analytical cookies

These cookies enable us and third-party services to collect aggregated data for statistical purposes on how our visitors use the website. These cookies do not contain personal information such as names and email addresses and are used to help us improve your user experience of the website.

How to delete cookies?

If you want to restrict or block the cookies that are set by our website, you can do so through your browser setting. Alternatively, you can visit, which contains comprehensive information on how to do this on a wide variety of browsers and devices. You will find general information about cookies and details on how to delete cookies from your device.

Contacting us

If you have any questions about this policy or our use of cookies, please contact us.

Get in touch

If you have any questions about this privacy notice or the information we hold about you, please contact our Data Protection Officer, Mrs Rhiannon Street by telephone at 01443 816622.

Alternative formats

If it would be helpful to have this notice provided in another format (for example: in another language, audio, braille), please contact us (see ‘Get in touch’ above).

APP 51


Feedback Questionnaire

As part of our commitment to improving our services, would you please complete this form and return it to us by post or on-line. The survey is confidential and unless you complete your details at the end, we will not know who has taken part.

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